Are you looking for a CRM that supports WhatsApp integration? Or, do you want to integrate WhatsApp with your current CRM? This blog post will answer all your questions. We’ll start by understanding what a WhatsApp CRM is and what you need to know about a CRM WhatsApp integration. Then, we’ll show you why you need a business messaging inbox like respond.io to conduct marketing, sales and support on WhatsApp.
What is WhatsApp CRM?
WhatsApp CRM is the integration between a WhatsApp Business API account and a CRM. Businesses usually want a WhatsApp CRM to receive and reply to WhatsApp messages within their CRM.
However, because CRMs were built with email as the main communication channel in mind, not all of them support native WhatsApp integrations and the majority of them rely on third-party integrations and extensions.
Regardless, how you integrate a CRM with WhatsApp depends entirely on your business needs and your current CRM. Before investing in a WhatsApp CRM integration, there are a few things you need to know.
Getting a WhatsApp CRM Integration: What You Need to Know
To integrate WhatsApp with your CRM, you need to understand the types of WhatsApp Business Accounts and integrations supported by CRMs.
WhatsApp Businesses Accounts
Businesses can choose one of two WhatsApp business products: The WhatsApp Business App or the APIs, which consist of the WhatsApp Business API and WhatsApp Cloud API. The WhatsApp Business App is designed for small businesses, while the APIs were created for SMEs and enterprises.
Only the API accounts can be integrated with a CRM. This is because APIs do not have a user interface. To send and receive messages, the APIs must be connected to a CRM like Hubspot or a business messaging inbox like respond.io.
Note that what you can do with the API integration depends heavily on the software you've connected it to. That said, let's look at the WhatsApp integrations that CRMs support.
CRM WhatsApp: Integrating WhatsApp with Your CRM
Although some CRMs support native WhatsApp integration, they cannot support certain WhatsApp messaging features because they were originally built for email instead of messaging.
For instance, Zendesk's native WhatsApp integration has limitations like the inability to preview videos and listen to voice notes from the messaging inbox itself. Agents have to download them to know the content.
This slows agents down because they have to go back and forth between Zendesk and their downloads folder while tending to multiple customers at the same time. They might also open the wrong file, forcing them to re-download the content or search for it in their downloads.
Not just that, the native integration provided by CRMs limits the WhatsApp API integration to a single CRM. If a business has more than one CRM and wants to exchange WhatsApp information with all its CRMs, it won’t be able to do so.
Thankfully, most CRMs, even those with native WhatsApp integration, offer third-party integrations to let their customers select the best software that supports WhatsApp integration with their CRM.
This allows you to use WhatsApp with a business messaging inbox like respond.io which is designed specifically for messaging. It lets you connect WhatsApp with multiple CRMs to exchange information between them and use WhatsApp to its full potential.
Respond.io is an omnichannel messaging inbox that aggregates messages from messaging apps like WhatsApp along with traditional messaging channels like email and webchat.
It supports WhatsApp features like sending broadcasts, push notifications, setting up interactive messages and more. Plus it integrates seamlessly with almost any type of CRM. Let’s look at how integrating a CRM with respond.io works.
How to Integrate Your CRM with respond.io to Use WhatsApp
First, connect your WhatsApp API account to respond.io. Then, use Workflows to form a connection between your CRM and respond.io to qualify sales leads, retrieve updated contact profiles or create deals and tickets on external CRMs.
This way, you can exchange information with your existing CRM automatically while messaging customers on respond.io, without having to go back and forth between your CRM and the respond.io inbox to send and answer WhatsApp messages.
Want to know what else you can do by integrating WhatsApp with respond.io? Read on to find out!
WhatsApp CRM: Benefits of Using respond.io
With the prediction that messaging channels will account for 80% of all B2C interactions in the next three years, many businesses are sprinting to get a platform designed for messaging, like respond.io.
Respond.io enables you to streamline business communication across instant messaging channels and traditional channels in one platform. Plus, you can merge contact information from different channels to get a holistic view of a contact and prevent information silos.
With Workflows, businesses can automate tasks like data entry, lead qualifying, answering FAQs and task assignments. This way, agents can focus on complicated tasks and let automation handle repetitive tasks.
Managers can also ensure equal workload distribution and track individual or team performance via the advanced reports and analytics feature. The best part is that agents and managers can carry out sales and support-related tasks anywhere with the respond.io mobile app.
Now, let's look at how you can use WhatsApp on respond.io for marketing, sales and support.
How to Use respond.io for Marketing, Sales and Support
Various use cases and Workflows are possible when you use respond.io with WhatsApp Business CRM integration. In this section, we’ll show you how to use respond.io for WhatsApp marketing, WhatsApp sales and WhatsApp customer service.
WhatsApp CRM for Marketing: Send Promotional Messages
Want to send promotional WhatsApp broadcasts or set up WhatsApp drip campaigns? Now you can! With respond.io’s broadcast feature, you can schedule and send broadcasts to your contacts once they’ve opted in, import contact lists and use interactive message templates for your broadcasts.
With Workflows, you can set up a WhatsApp drip campaign to send a sequence of customized promotional messages to your leads. This way, you can encourage Contacts to purchase your products or to repeat service use.
If you’re looking to send WhatsApp Notifications in response to specified trigger events like when Contacts create a new account or complete a purchase, you’ll be able to do it via Messages API through a Zapier integration.
WhatsApp CRM for Sales: Shorten Sales Cycle
Funnel inbound leads to WhatsApp conversations with a click-to-chat link, QR code, chat widget and WhatsApp web chat. Once a lead sends a message, use Workflows to send qualifying questions to determine the sales funnel they fall into.
After integrating your current sales CRM with respond.io via the HTTP Request Step, you’ll be able to work in conjunction with your sales CRM and seamlessly exchange information between both platforms.
You can use the Shortcut Button in the Messages Module to qualify leads on data activation platforms like Clearbit and create deals in a sales CRM like HubSpot or Salesforce.
This useful tool saves agents the trouble of switching back and forth between respond.io and other platforms, allowing them to carry out sales-related tasks while conversing with a customer.
WhatsApp CRM for Support: Improve Customer Support Quality
Businesses can use Workflows to set up an FAQ menu to provide answers to commonly asked questions. This way, customers can get the answer they want quickly and only critical issues will get passed to support agents.
To provide quality support, agents will need customer context. One way to do this is to send pre-chat surveys to collect customers' information or use multiple-choice questions to help customers communicate what they want so they can be routed and assigned correctly.
They can also use the Shortcut Button to escalate support cases or create support tickets on external CRM platforms like Zendesk and Zoho while chatting with customers.
Once a conversation ends, businesses can send a customer satisfaction (CSAT) survey automatically or manually using the Shortcut Button.
You’ve made it to the end! Are you ready to integrate your CRM with WhatsApp on respond.io? Sign up for our free trial and elevate your customer relationships across messaging channels!
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